CarTrawler
Reviews and Complaints

Your company is a complete ripoff...I was overcharged by $733 after prepaying for a car rental for a recent vacation. Customer service is apparently non-existent for your company. I am going to report you to the BBB and Consumer Affairs. I want my money back. I am going to contact a lawyer and fight this to the end so that no other innocent people are taken advantage of. THIS IS FRAUD. I am so disappointed in this experience. Never again will I use this company.

Is there a reason why cartrawler Netherlands and Axa are not responding to my claim for a month now? Also when using the recommended e-mail adresses by Transavia:

I only get the following message:

[protected]@cartrawler.com
The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly.

I booked & paid for a rental car well in advance thru Cartrawler. When I arrived to pick my car, rental company did not have a car for me that was specified on my reservation (and no substitutes). They weren't very friendly either (Thrifty) and said I had to go to the 3rd party whom I reserved the car with to get my refund. Needless to say I had to go through all the hassel with trying to find another rental car at the last minute - took an additional 2 hours to get out of the airport with a vehicle and lots of stress. I didn't think for a minute I would have trouble getting a refund from Cartrawler. Wrong, my reservation was to start on 6/14/17...when I returned from my trip I somehow found a place to request this refund on 6/19/17, I get a response on 6/19/17 stating they will get back to me within 2 working days. Over 7 working days later I received an email asking for documentation and summary of the situation which I furnished promptly. Today is the 19th of July with no response. Trying to get a phone number or email address that is monitored is impossible.

I will never buy from another 3rd party for services.

On 5th of July 2017 I booked pegasus airlines plane ticket and by using car rent services of Pegasus and its Cartrwler, I reserved a car for 2 days and paid all of them. The reason was a funeral.After 1 or 2 hours we received a call about the change of the time of funeral and it changed all the details.Fİrst I cancelled my plane tickets and Pegasus emailed me “it is now an open ticket and you can use it in this year”.And then I received another email from Pegasus and it says “we cancelled your car reservation and we will pay back in 10 days”
After 10 days I checked my account and saw that only ¼ of my payment paid back. ( I paid 321TL the pay back was 81 TL)
Of course I called Pegasus car rent section and they said “it is a cartrawler policy and it was written on the contract that you accepted (of course my fault didn’t read it all) and we cant do anything.”
OK you re all right
from now on I wont do any ANY reservations from any name contains cartrawler label on it.And I will try to make all my followers friends etc to learn this policy and tell them not to work with Cartrawler anymore.
why I am writing all of this ?
your policy about cancelling reservation in 1-2 hours is taking money from my pocket and I will try to change it
my reservation number is TR744482480
Yours,
Özkan Bulut

hello

i booked a car for one day via Emirates web on July 19 in Riyadh, Saudi Arabia

i cannot locate the booking reference and the confirmation for the booking, i checked with emirates airlines and they asked me to get in touch with you . can you please help me & send me the booking reference and confirmation by email

may name : samir ayoub
email address : [protected]@gmail.com

Attached are the requested Receipts/bank statements showing my prepaying with Etrawler and the additional full payment to Dollar rental car (agent must of changed reservation somehow... as I show of owed just the designated balance per Trawer receipt.

I have used your company prior at Fort Lauderdale airport and had no problems
Thank you for your assistance in securing reimbursement.
[protected]@yahoo.com
Barbara Dalton

Hi. I paid for a car transfer from cartrawler on the 25th June 2017, for the driver to come and pick me up at kuala lumpur airport. But the driver never came. Now i have to fight fo get my money back.ihave tried to call them but no one answers. A complaint has already been made to their customer service indicating that they will have a look at the complaint but after that many days has passed still no answer from them. I will NEVER use the service from cartrawler again.

I booked a car on car trawler and they gave me a car from woodford car rental. Two hours later I cancelled the vehicle. As I got a cheaper car with a 1/3 of the deposit.
They took a deposit and never paid it back. When confronted with this I am being send from cartrawler to woodfort and now back to cartrawler again. Below is the mails that was send the last time...
Please help me
--------------------------------------------------------

Dear Philip

Thank you for Contacting us and providing with your reservation number,

Please kindly note that the correct procedure is that you need to cancel with Cartrawler and then Cartrawler will contact us with an instruction to cancel on our system.

Hence you contacted Woodford Directly, we can not cancel with an instruction from Cartrawler, as for the refund kindly note that all payments were made to Cartrawler.

Kindly contact Cartrawler for the Cancelation and refund as-well.

https://www.woodford.co.za/emailsignature/?id=8

Trustpilot Human score Trustpilot Stars Trustpilot Logo

From: philip coetser [mailto:[protected]@gmail.com]
Sent: Friday, June 30, 2017 7:02 PM
To: [protected]@woodford.co.za
Cc: [protected]@cartrawler.com

Subject: False advertisement, lost money

This is the booking that was done. How is it possible that nobody can sort this out. Look at the system, see who was working on Sunday afternoon at the OR tambo airport branch, it was a male person. And sort this out please. Or should I get lawyers to get the call log from my cell provider, then I can take woodford and cartrawler to court for false advertising and fraud. So if I Dont have my money in my account within 48 hours I will take legal action against both company's with costs.

Hide quoted text

Dear Philippians Jeremias Coetser,

Thank you for choosing CarTrawler, Cheapflights Car Rental Partner for your car rental. We are happy to confirm that your booking was successful.

To pick up your car, please present this email to the supplier at the rental desk.

Booking Reference Number: ZA736029720

25
Jun
Johannesburg - Intl Airport - O.R. Tambo
21:00
28
Jun
Johannesburg - Intl Airport - O.R. Tambo
14:00

Nissan Almera or similar
COMPACT CAR

Nissan Almera

Supplier:
WOODFORD EXCLUSIVE RENTALS

5 Passengers

3 Bags

5 Doors

Manual transmission

Air conditioning

Pick-up Location:

Please proceed to the car hire desk within the arrival hall

Full to Full

This is the best fuel option. Your car comes with a full tank of fuel. Simply return the car with a full tank to avoid any re-fuelling charges.

Without these mandatory documents you cannot collect your car

-

Credit card in the name of the lead driver, with a large enough limit to cover the excess - ZAR 14000.00

-

Full driver's licence in the name of the lead driver

-

Present this email at the desk when picking up your car

Please see your voucher for the full list of mandatory documents
Your voucher

Manage booking

Do you have more questions? We can help!

Booking Ref: CH808932210
CarTrawler Ref: [protected]

I hired a car for my manager who went on a business trip. Upon returning his vehicle, there was no-one there to collect the keys, do the checks or give the final paperwork. There was only a postbox for you to place your keys in once finished with the vehicle.
I contacted the customer service at CarTrawler (2/5/17) to see if anyone could shed any light, to make sure that they received the car ok and if they could help out with a final invoice.
As no-one had got back in touch and I hadn't received any confirmation, I called the company (3/5/17) who said that it hadn't been received and that there must have been some issue upon sending the query. She was very helpful and actually submitted the request on my behalf. I received the confirmation saying that it could take up to 20 days to complete the raised call.
The first correspondence was someone else's name (3/5) so I corrected them and they got back in touch (5/5)

"Appologies for the name mismatch when adressing you .
We are already in touch with our partner and awaitng a reply
I hope that this will help to resolve this matter to your satisfaction"
As I heard nothing by 9/5/17, I got back in touch asking for an update.
The response: "We are currently investigating your query.
As soon as we have a resolution we will be in contact with you.
Please note that you do not need to contact us unless we send you a request looking for further information.
Our investigation process can take up to 20 working days"
This message again had the wrong name after they had already amended it. I responded stating that it is unacceptable that they aren't able to get the name right, despite the amendment the first time. I have since had no response.
I emailed again today (2/6/17) asking why no-one has been in touch and why we can't have our final invoice or feedback making sure that everything was ok with the car when they received it.
I really son't see how hard it is to ask someone if the car was fine and for a copy of the final invoice. This issue is still not resolved and is causing much more paperwork than required.
I do not recommend it for business use at all and will certainly not be using them again or recommending them to anyone.

I am not looking for recompense, I am merely wishing to receive what I requested in the first place: 1 final invoice. 1 confirmation that the car was received.

Hi there, it's brian jensen...

I'm very disappointed in how you guys shuts down your office and let customers stranded in the middle of nowhere. Especially when you share an office with another company who's open after midnight. I was travelling to amsterdam from manchester with my 11 year old boy. Our flight with easyjet ezy1835 dep. 18.55 was 2 and a half hours delayed so we didn't arrive in amsterdam until 23.30 and then we had to queue up for another 35-45 min at the pass control. We walked out and found the shuttle bus to your office. We arrived there approximately at 00.30.. Then the disappointment struck when realising that it was shut and there wasn't any keys left anywhere. Surely you must have a backup plan if these scenarios happens? You're a car rental company at an airport and you surely knew about the delay when you had my flight number when I booked the car.
Then on top of this I had to drag my 11 year old back into a shuttle bus back to schiphol hoping I could rent another car. Luckily avis was open and I got another car. The cheapest car cost me €180 and a lot of stress. I hope that you give me a full refund and compensation for all the chaos you caused myself but also my son.. I just wanna sort this between us..

Thanks
Brian jensen

Sent from my iphone

On 18 may 2017, at 21:25, cartrawler partner discount microsite wrote:

Dear brian jensen,

Thank you for choosing cartrawler partner discount microsite for your car rental. We are happy to confirm that your booking was successful.

To pick up your car, please present this email to the supplier at the rental desk.
Booking reference number: nl706707040
19
May
Amsterdam - airport - schiphol
21:30
21
May
Amsterdam - airport - schiphol
20:00
Toyota auris or similar
Compact car

Toyota auris

Supplier:
Green motion

5 passengers

3 bags

5 doors

Manual transmission

Air conditioning

Pick-up location:

Address before 18th april 2017: schipholweg 181, 1171pk, badhoevedorp. We are located inside the ibis hotel. Please take the ibis hotel shuttle bus. The bus stop is located outside arrival hall 3-4. Follow the signs for ""hotel shuttles"" and take the ibis hotel shuttle bus, which will take you in 5-8 minutes to the ibis hotel. The bus collects every 30 minutes. From 18th april 2017: kruisweg 381, 1437 ch, amsterdam-rozenburg. Please follow the signs for ‘hotel shuttles’ in arrival hall 3 and leave the terminal building. Outside you take the schiphol-rijk express shuttle bus, at bus stop a9-13. First stop is at green motion/quick parking.

Full to full

This is the best fuel option. Your car comes with a full tank of fuel. Simply return the car with a full tank to avoid any re-fuelling charges.

Without these mandatory documents you cannot collect your car

-
Credit card in the name of the lead driver, with a large enough limit to cover the excess - eur 1100.00

-
Full driver's licence in the name of the lead driver

-
Present this email at the desk when picking up your car

Please see your voucher for the full list of mandatory documents
Your voucher
Manage booking
The car hire supplier may offer insurance products. You are already fully covered and do not need to purchase any insurance at the rental desk.

Axa
Insurance policy
Do you have more questions? We can help!

I hired a car through argus car hire to be picked up from Avis car hire in the USA. When I hired car I had to use a credit card to pay and was told I had to produce this card when picking up the car and that it had to have a minimum of £2500 available credit that Avis could hold as security, which I did. When I went to get the car they couldn't get their card machine to work so wouldn't let us have the car, I spoke to them at the time and they said they would give me a refund but as I booked through you not them I would have to get back from you.
We then had to go to a different car hire company and get another car where i used my card without any problems.
When I returned home I contacted your company but was told as I failed a credit check I forfeited my money but I never had a credit check done as Avis don't do credit check if you have a credit card they just hold the £2500 on my card! When I pointed this out I was told it was an automative email that you send out, presumably in the hope that I would of believed it and stopped try to get my money back! When I asked for some proof of what I did wrong you said you were looking into it and eventually come back with Avis requirements when hiring a car all of which I complied with.
So I emailed back saying as I met all requirements when would I get my money back and haven't heard anything back since

Cartrawler-avis-swissair
Most people would like to think that swissair would like to protect their reputation by avoiding any association with crooks like avis-europe and cartrawler when they offer you car-rental services, but that is not the case. Evidently, swissair has entered into contract with these two companies very much aware of who they are dealing with, otherwise they will find more honest and responsible partners. Based on our recent experience, swissair and avis will find every opportunity to steal your money by claiming that the car you rented from them via their crook operators (Cartrawler) is totally free from noticeable scratches or damage you can detect to report at the time you take possession of the rental vehicle. It appears that they are making lots and lots of money by making clients pay for wheel and wheel-rim scratches that were there all the time, but since their yard is congested, semi-dark and devoid of any of their representatives, you have to be prepared to detect superficial and non-obvious scratches inside fenders, tires, tire rims and other superficial scratches considered too insignificant for the average client without a flashlight to report tire scratches at rental time. So their game is for you to pay for the alleged superficial scratches in the tires or tire-rims. After the car is returned to cartrawler and they wash the car, the next client pays for the same non-obvious superficial damage charged to the previous client and so on and so forth. Clever game is it not? No more swissair or avis for us in the future and hope that the authorities put an end to this practice that leads to unethical charges. A company representative and the client should jointly inspect each vehicle in a well lighted area prior to driving the vehicle from avis’yard. Date of incident 15may2017. Request a full refund for alleged damage to tire rims for an amount of €535.

We hired a 12 seater van from them using a credit card, but on producing the same card we were told that we cannot hire the car as my card is not functioning. We immediately tried making another transaction with it to confirm the same and it went through. There was clearly a problem with their system and they refused to refund me my payment. Still awaiting a reply from them

I went to the dayton ohio airport to pick up my car that I made reservations for online from 5/1/2017 to 5/08/2017) my account was (It1004072) confirmation (H2870515548) voucher (Us818469770) when I get to thrifty to pick up the car I was asked if I had a departure time and arrival time. I replied no and I was told I could not get the car so I ask could I have my refund back sense I never got the car if I would recall it was $137.33 I rent cars there and I never had this problem all i'm asking is can I have my $137.33 refund back to my card. I was there 20 minutes before my reservation time.

I booked a car through Norwegian airways site, which redirected me to carTrawler. I chose a convertible car, and received a confirmation, with picture and characteristics of the car compatible. However, the car brand looked suspicious to me. I contacted their consumer service to get clarification, and was told that it was a "loading error" with a wrong image, and that there was actually no convertible car available. BEWARE!

Dear Sir, Madam,

Referring to exchange of information with Thrifty services and Ryanair services, I am contacting you regarding my query that unfortunately still hasn’t been solved. I have proceeded on the 23rd January 2017 to a reservation via Ryair website for both flight (reservation number J1SNPE) with destination Dublin departure Brussels and car rental (reservation number IE750258410).

I have been debited on my credit card for an amount far more important than the amount of the reservation concerned. Indeed, I was debited for 3.173, 79€ instead of 1.445, 65€ (car rental) + 289, 64€ (flights). If needed, I can send you copy of my credit card statement, proving that there is a mistake, the amounts not corresponding.

Neither Ryanair nor Thrifty can answer my request as you will read in the exchange emails below, the latest one informing me that you are the company that took the money on my credit card and that can help me.

Therefore, I thank you in advance to repay the difference in full payment or if need be, inform me about the necessary steps I should undertake to get my money back debited by mistake.

I thank you in advance for your understanding.

Looking forward to reading your comments, I send you my best regards.

Philippe Mairlot

**************************************************************************
Emails with Thrifty
**************************************************************************
De : Webmaster_BE [mailto:[protected]@hertz.com]
Envoyé : vendredi 24 mars 2017 17:26
À : Severine Dejasse
Objet : FW: DTAG Enquiry - Help with a booking

Dear mr Mairlot

Thank you for your e-mail.

Unfortunately I cannot see what has been debited as your booking and flights were not paid to Thrifty .

The carrental was paid to Cartrawler, so please contact them for any question concerning your rental .

Yours faithfully

Thrifty Internet Helpdesk

An enquiry has been made via the contact us form on www.thrifty.be

Customer Name: PHILIPPE MAIRLOT
Email Address: severine.[protected]@magemar.com

Telephone Number: 32 [protected]
Country Of Residence: Belgique
Destination Country: Irlande
Query Type: Help with a booking
Reservation ID: IE750258410
Comments: Dear Sir, Madam, Referring to my yesterday’s conversation with one of your employees, I am contacting you regarding my query that unfortunately still hasn’t been solved. I have been debited on my credit card for an amount far more important than the amount of the reservation concerned. Indeed, I booked both flight and car rental and I was debited for 3.173, 79€ instead of 1.445, 65€ (car rental) + 289, 64€ (flights). For your understanding, you will find enclosed the voucher for the car rental number IE750258410. If needed, I can send you my credit card statement, proving that there is a mistake, the amounts not corresponding. I thank you in advance to repay the difference in full payment or if need be, inform me about the necessary steps I should undertake to get my money back debited by mistake. I thank you in advance for your understanding. Looking forward to reading your comments, I send you my best regards. Philippe Mairlot

The Hertz Corporation, 14501 Hertz Quail Springs Parkway, PO Box 269033, Oklahoma City, OK, [protected], U.S.A

**************************************************************************
Emails with Ryanair
**************************************************************************
De : Customer Service [mailto:[protected]@ryanair.com]
Envoyé : jeudi 23 mars 2017 17:15
À : Philippe MAIRLOT
Objet : Our Ref. 1463312/J1SNPE/ALA

23/03/2017
Private and Confidential
Mr Philippe Mairlot
Clos A. Crommelynck 38
Bruxelles
1160
BELGIUM
BRUDUB
Our Ref. 1463312/J1SNPE/ALA
Philippe.[protected]@magegroup.com

Dear Mr Mairlot,

We refer to your online enquiry dated 23rd March 2017.

We regret to learn of the difficulties you encountered with regard to your car hire connections.

As per Ryanair’s Terms and Conditions agreed to at the time of booking we can confirm however that although we can advise passengers of the cheapest means of connection to and from an airport, we are not responsible for the actual operation of the service and no payment is taken by the airline.

We suggest that you contact the car hire company directly.

We regret that we cannot be of assistance on this occasion.

Yours sincerely,

Ryanair Customer Service Department

De : Severine Dejasse De la part de Philippe MAIRLOT
Envoyé : jeudi 23 mars 2017 14:10
À : '[protected]@ryanair.com'
Objet : RE: IE750258410 Query

Dear Sir, Madam,

Referring to my email below and to my yesterday’s conversation with one of your employees, I am contacting you regarding my query that unfortunately still hasn’t been solved.

Indeed, as you will read in the exchange below, I have been debited on my credit card for an amount far more important than the amount of the reservation concerned, 3.173, 79€ instead of 1.445, 65€ (car rental) + 289, 64€ (flights).

For your understanding, you will find enclosed copy of the booking with reservation number J1SNPE with destination Dublin departure Brussels.
Please also find enclosed the voucher for the car rental number IE750258410, together with my credit card statement, proving that there is a mistake, the amounts not corresponding.

I thank you in advance to repay the difference in full payment or if need be, inform me about the necessary steps I should undertake to get my money back debited by mistake.

I thank you in advance for your understanding.

Looking forward to reading your comments, I send you my best regards.

Philippe Mairlot

De : Philippe MAIRLOT
Envoyé : dimanche 12 mars 2017 09:47
À : Ryanair Carhire Support
Objet : RE:IE750258410 Query

Dear Angelica,

Thanks for your message.
There is still a problem with the fact that in my credit card statement, I have been debited with 3173.59 € and not the 1495.66 € you mention; even adding my flights ticket, I am far from this sum.
Would you suggest me to control with my bank or can you check your side ?

Many thanks in advance,

Philippe Mairlot
________________________________________
De : Ryanair Carhire Support [[protected]@cartrawler.com]
Envoyé : mardi 7 mars 2017 2:32
À : Philippe MAIRLOT
Objet : Re: IE750258410 Query
Dear Philippe,
Thank you for your e-mail regarding the payment details.
The total cost of your rental is 1495.66(EUR) The amount of 1445.65(EUR) has already been paid online and the remaining 50.01(EUR) will be paid at the rental desk.
You can also view the car rental payment details and receipts or manage your booking and make payments on our Web Portal: https://www.cartrawlersupport.com/
I would like to take this opportunity to remind you to print the confirmation voucher and present it upon your arrival together with your driving licence and a credit card in the main driver’s name.
Kind Regards,
Angelica
Customer Support Representative

Tel: +[protected]
Fax: +[protected]
Website: https://car-hire.ryanair.com

On 3/6/2017 7:25:59 AM, cartrawler support wrote:
Customer Name: Philippe

Customer Surname: Mairlot

Problem Details: Good day, On my credit card statement, I have an amount of 3173.59 € and it does not correspond to my bookings for my flights and car I have made on the 06 Feb 2017. My two reservation numbers are : IE750258410 and J1SNPE Could you please check and tell me what happened ? Many thanks in advance, Kind Regards, Philippe Mairlot

Customer Email: PHILIPPE.[protected]@MAGEGROUP.COM

Customer BookingId: IE750258410
*****************************************************

Ref - FR779623610

This is my 3rd email to you . Still no response.

We were due to be picked up from CDG airport on Friday 10th March, but realised as soon as we booked we put the incorrect pick up point in so tried to change the pick up point but as we were due to be picked up within 24 hrs it kept saying we had to cancel our booking - which would of ment a £50 charge - and re-book. This wasn't worth it so I tried in vain to call Cartrawler for some advise/help - i couldn't get through to anybody, terrible customer service and when I finally got through to someboby they gave me the emergency phone number for the AA. I called back twice explaining the phone number was incorrect and twice they gave me the same number.

This ruined the start of our holiday, it was so stressful trying to move our pick up point to 5 mins down the road so we decided not to bother and keep the pick up point the same and we will make our way back to the original pick up point, but then our pick up got cancelled - we have been charged £50 and then hard to pay out for another taxi to take us to Disney. It was so stressful and upsetting.

This is my 3rd email, still no response to any of my emails. I would like a response and my £50 back asap.

Thanks

Cancellation process took 24 hrs of repeated attempts and finally internet digging to find a tel # to contact since:
-their cancellation systrm on line did not work despite all policies and terms followed. (12+ attempts)
-they ignored multiple emails via their "contact us" form
-replies to email from which they send are refused. "[protected]@cartrawler.com"
-they instruct [protected]@cartrawler.com to be used in an online directory one has to search for separately, but that email server is misconfigured and does not accept emails.
-they have no tel # listed for "US Office" in Boston
-Online search to find tel # ends up with a list that takes one, via US# to reach a foreign office in INdia where one is told it is easy to Cancel online and thats where i should have gone, simultaneously denying it is a tel center in India.
-1st and last experience with this co. Reserved viaNorwegian Air car rentals which clearly suvs out to this awful co. Doubt we will ever again reserve any car thru Norwegian Air cartrawler.

I booked a rental through Volotea for a car in Venice, It that was handled by Cartrawler. I got a confirmation booking number with the required documents to bring. The credit card with which the booking was made, my driver's license and the email that confirmed the booking. The booking was made with locauto. I brought all the required documents to the rental pick up desk and they refused to rent the car without a second credit card and they did not take debit Visa card. I was never told that I needed a second credit card and also that I could not use a debit visa card. Car trawler did not mind the Debit Visa card since they had charged me already. I could not get the car. I called car trawler and refused to cancel my booking or reimburse me fully for my rental. I had to book the car directly with Locauto which was almost $100 cheaper. Until now, Cartrawler has refused to reimburse the rental car and they have refused communication despite several emails.

This company is no good... I rented a mini van for my vacation... Paid over $100 extra for mini van... When I got to airport dollar rent a car told me they had no mini vans and gave me a car. Cartawler will not refund the correct amount between car vs mini van. They told me dollar rent a car will not issue the correct amount. So according to cartawler it is dollar that is the rip-off t please do not use this company or dollar... You have been warned...